•Managed the support team responding to customer support tickets. o Decreased number of open tickets by half o Significantly improved response time•Updated Development Prioritization Process to add more detail and track progress o Ran bi-weekly prioritization meeting•Created online documentation portal o Migrated and updated existing PDF documents to portal o Created new documentation for previously undocumented modules, effectively doubling the amount of documentation•Migrated company from local file servers to Office365/OneDrive/SharePoint; also trained & supported staff on Microsoft products

The partner program is a key component of the sales organization, reporting to the CRO and developing high quality leads, integrations with key client systems, and competitive intelligence, to promote sales of the Higher Logic SaaS Engagement Platform. •Responsible for developing partner relationships, referrals, lead generation, co-marketing, and integrations•Relationships with over 150 worldwide vendors of CRM, donor management, CMS, LMS, mobile apps, job boards, online voting, email marketing, advocacy, business intelligence, content publication, and service providers•Documented Higher Logic’s APIs for partner integrations•Documented, educated staff and clients on, and supported partner integrations with Higher Logic platforms•Helped partners build integrations to the Higher Logic platforms•Created competitive intelligence program with post decision interviews and battle cards for competitive products•Represented Higher Logic at trade shows for lead generation, client support, and partner relations & acquisition

Launched and grew Partner Advantage Program:•Managed over 40 partners and 35 integrations for meeting registration, exhibition management, content management systems, address validation, social networking, eLearning, job boards, and email marketing.•Provided technical and marketing support to partners•Presented yearly partner summit•Other duties included: o Hosted over 150 episodes of Personify Nation with over 500 subscribers o Produced and appeared in other video programs: Association Tech News, Best Practices in Association Technology, and Live from ASAE o Managed CRM (Personify360) for organization o Setup and managed mobile app and registration process for annual conferences o Setup, managed and responded to questions on Personify’s customer community o Developed engagement scoring for constituent groups o Collected competitive intelligence on competitors o Conducted win-loss interviews for sales opportunities and developed dashboard of results

Managed ERP system (TIMSS) for association management; reported directly to CIO.• Managed all TIMSS related issues for association• Managed Upgrade from TIMSS 4 to TIMSS 6• Wrote TIMSS business rules for association• Developed training classes for association staff• Wrote hundreds of custom reports (invoices, rosters, labels, lists, membership counts)• Maintained Data Integrity• Managed TIMSS Integration with Web Site, including eCommerce• Implemented TIMSS POS at Conference Bookstore

Managed Oracle based ERP system (TIMSS) for association management, reporting directly to CIO/COO. • Managed all TIMSS related issues for association• Developed processes, procedures and definitions for association• Wrote custom reports (invoices, rosters, labels, lists, membership counts)• Integrated on-line store with TIMSS application• Fixed data errors in the database and de-duped customer records• Managed TIMSS upgrades; upgrades on budget and on-time • Managed team of 7 consultants from the software vendor• Setup remote connectivity for association’s conferences